Req ID: 57460

Job Function: Business Operations

Posting Start Date: 23/07/2026

Posting End Date: 23/07/2026

Division: UK Business

Job Location: DLF IT Park 2

Advertised Salary: competitive

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About the role
- This role is IC Manager role.
- Service Operations (Incident Management)
- Mandatory Technical skills around Data Infrastructure - Fair understanding of Network Fundamentals from troubleshooting perspective.
- Own the Incident Management on services sold to CPS customers across data, voice & security solutions
- Accountable for performance on SLAs ensuring service availability and service restoration are at par with targets defined in the applicable product or customer specific SLOs
- Accountable for Quality and Productivity KPIs around Incident handling
- Accountable for Service Journeys (end to end incident journey), Tools Usage & People Performance Management as well as Continual Improvement & Optimisation
- Accountable for AI driven Operational transformation




- Accountable for Shift management catering to volume fluctuations driven by Major Service Outages on a 24*7 basis
- Accountable for Onboarding of new products, services & customers (includes, hiring, up-skilling, AIS activities)
- Accountable for People Skills & Competence development at par with business requirements
What you’ll be doing
- Act as the single point of ownership during high-impact incidents , making real-time decisions to stabilise services and minimise customer disruption.
- Drive proactive incident prevention through trend analysis, repeat incident elimination, and problem management alignment.
- Build and maintain robust stakeholder relationships with customers, internal service lines, and support teams to ensure aligned service delivery.
- Lead operational governance forums (daily/weekly reviews), providing insights on performance, risks, and improvement plans.
- Ensure effective escalation management , removing blockers

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